Privacy Policy

Effective date: 25 September 2026  |  Last updated: 10 October 2026

1. Who we are

This Privacy Policy applies to all products and services offered by Luvitor ("Company", "we", "us", "our"), operated by Luvitor Transportation Services Pvt. Ltd., registered at 56-A Street, Dak Shani Bhag, Ganesh Nagar, Sangriya, Jodhpur, Rajasthan 342013, India, through the Luvitor rider app, the Luvitor Captain app, our website, and related services (together, the "Platform").

2. Information we collect

• Account information: name, mobile number, email, profile photo, date of birth where required.
• Identity and verification (Captains): driving licence, RC book, insurance documents, vehicle photos, a selfie for liveness check, and bank or UPI details for payouts.
• Location data: real-time GPS while the app is in use, and — if you enable it — briefly in the background during an active ride, to enable pickup, navigation, live tracking, and safety features.
• Ride and transaction data: trip history, routes, fares, ratings, payment method, wallet balance and transaction history.
• Communications: in-app chat and call metadata between rider and Captain (calls are routed through masked numbers where available), support tickets, and call recordings for quality and safety.
• Device and usage data: device ID, IP address, app version, crash logs, and cookies or SDK identifiers.
• Foreground service (special use) — used to keep the incoming ride-request card visible on top of other apps while the driver is on shift, so no trip request is missed. Runs only between "Go online" and "Go offline." No personal data is collected by this service.

We do not knowingly collect data revealing caste, religion, health, or similar, unless you volunteer it in a support request — for example, to arrange a disability accommodation.

3. How we use information

To provide and improve rides and deliveries; match riders with nearby Captains; process payments and payouts; verify Captain documents; keep people safe through SOS, trip sharing and fraud detection; send transactional and opt-in promotional messages; comply with legal and law-enforcement requests; and produce anonymised, aggregated analytics.

4. Sharing of information

• Between rider and Captain: name, photo, rating, approximate location, and a masked contact number — only as needed to complete a trip.
• Service providers: payment gateways, SMS and OTP providers, cloud hosting, maps providers, and customer support tools, all bound by confidentiality and data-processing terms.
• Legal and safety: law enforcement or regulators where required by law, court order, or to protect someone's safety.
• Business transfers: in a merger, acquisition, or asset sale, with notice to users.

We do not sell personal data to third parties for their own marketing.

5. Data retention

Trip and financial records are kept for the period required under Indian tax, motor vehicle, and financial regulations — generally up to eight years for financial records. Location trails from completed trips are kept for a limited safety and dispute window, then deleted or anonymised.

6. Your rights

Subject to applicable law, including the Digital Personal Data Protection Act, 2023 and the rules made under it, to the extent in force and applicable, you may request access to, correction of, or deletion of your personal data, and may withdraw consent for optional processing such as marketing. Write to support@luvitor.com; we will respond within the statutory timeline.

7. Security

We use encryption in transit (TLS) and at rest for sensitive fields, role-based access control on internal systems, and periodic security reviews. No system is completely secure — report a suspected breach to support@luvitor.com.

8. Cookies and similar technologies

Our website and apps use cookies and SDK identifiers to keep you signed in, remember preferences such as language and saved addresses, measure performance, and — where you consent — personalise offers. Strictly necessary cookies cannot be switched off without breaking core functionality. You can manage non-essential cookies through the website banner, and limit analytics and ad tracking through your device's privacy settings.

9. Children

The Platform is not intended for anyone under 18, and we do not knowingly collect data from minors.

10. Changes to this policy

We may update this policy. Material changes will be notified in the app or by email before they take effect.

11. Contact

Privacy queries: support@luvitor.com. For the Grievance Officer's details, see Contact Us.